Customer experience is crucial to every business’s success. It determines the business’s ability to foster customer loyalty, generate revenue, and differentiate its brand. Benefits of delivering an excellent customer experience:
- More customer satisfaction
- More customer loyalty
- More recommendations
- More positive reviews
What is the customer experience?The term, also known as CX, refers to the relationship between a business and its customers. It focuses on every interaction, regardless of how simple or complex it is, even if it does not lead to a purchase. Just to bring some background, customer experience has six disciplines, and here is a discussion of each:
StrategyThis discipline is your game plan. It is the process of designing a customer experience strategy, aligning it with brand attributes and the business’s overall strategy, and sharing it with workers to direct decision-making and set priorities across the enterprise.
Customer understandingUnder this discipline, a company creates a consistent shared understanding of their current perception of their interaction with the organization.
DesignThis discipline helps a business envision and execute customer interactions that meet and surpass customer needs.
MeasurementFor this discipline, an organization consistently quantifies the quality of customer experience across the business and gives action plans to partners and employees.
GovernanceThis discipline helps a company manage the customer experience in a disciplined and proactive way. It involves changing business processes and assigning responsibilities.
CultureThe system shares behaviors and values that direct workers to delivering an excellent customer experience. It is a way of making your employees behave in a certain way even when you are not in the room. This discipline is the most powerful because it entrenches practices from the other disciplines into the employees’ system.
The importance of translations in communication and persuasionOperating in only one language might be a drawback for a business. Everyone will want to understand a message in their simple language to own it.
Some of the benefits of translations in communication and persuasion are;
- People prefer their native language, despite English being a common language. People will tend to own the message and respond to it efficiently.
- Not everyone speaks English, and localization solves this.
- Translation in communication and persuasion spurs the global economy.
- Need to accommodate several languages that people have learned.
- Enabling the spread of information and ideas in native languages.